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Complaint management excellence : creating customer loyalty through service recovery

Cook, Sarah

Complaint management excellence : creating customer loyalty through service recovery by Sarah Cook - New Delhi: Kogan Page India Pvt. Ltd. 2012 - xiii, 192p., app., ref., ind. 23 cm x 16 cm

ISBN: 9780749465308

Subjects--Topical Terms:
communication styles
conciliation
consumer complaints
customer loyalty
customer management strategy
customer services
dissatisfied customers
mediation and arbitration

Dewey Class. No.: 658.812 / COO

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